Supervisor - Technical Support Services

Function / Position Summary

Supervise daily operations of the Technical Support Specialist Team (TSST). Define schedules, balance the workload, and provide guidelines to the TSST including motivation, recognition, coaching, training, and problem-solving techniques. Develop productive interaction with Level 2 Techs, faculty, staff, students, and members of the public to ensure a high level of customer satisfaction. With a focus on customer service, will provide technical assistance to ensure resolution. Maintain confidentiality of students/staff information in the school district and in the community. Travel within the district and surrounding communities is required.

Job Duties / Responsibilities

• Supervise the day-to-day activities of the TSST to ensure productivity.
• Supervise daily schedules for the TSST to ensure proper workload balance and alignment with customer requests.
• Record school equipment and asset inventory as assigned.
• Participate in interviews for Technical Support Specialist vacancies.
• Train, coach, and redirect Technical Support Specialist(s) as needed to ensure proper protocol.
• Resolve or escalate and close Help Desk tickets using the Help Desk management system.
• Document troubleshooting steps and resolutions for future reference using Knowledge Base Solutions.
• Maintain, analyze, troubleshoot, and repair computers, peripherals, network connectivity, and printers as assigned.
• Ensure technical support for all District testing (IAR, iReady, ACCESS, etc.).
• Provide technical training to end users.
• Provide, maintain, and troubleshoot network connectivity.
• Compile and archive data as assigned.
• Maintain ongoing organization and cleanliness in assigned computer areas.
• Other duties as assigned.

Education

• Bachelor's degree in management (preferred) or a High School Diploma with 5 or more years of supervisory experience.
• Bilingual English/Spanish verbal and written preferred.

Experience / Knowledge

• Minimum three years hands-on computer support experience.
• Minimum three years of supervisor experience (preferred)
• Understanding of TCP/IP (Transmission Control Protocol/Internet Protocol) and networking tools.
• Demonstrated knowledge of Windows operating systems.
• Ability to learn and support new applications.

Physical Demands

• Ability to lift, move, or carry up to 50 lbs. with proper technique.
• Utilize ladders with proper technique.

Terms of Employment

• Full-time (40 hours per week), 12-month position.
• Salary and benefits established by the Board of Education.
• Salary range for this position is $60,243.00 - $90,353.00. It is our typical practice to hire in between the minimum and midpoint ($75,298.00).